How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Shefin Your Own Question

Shefin
Shefin, Computer Support Specialist
Category: Computer
Satisfied Customers: 3561
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
15907069
Type Your Computer Question Here...
Shefin is online now
A new question is answered every 9 seconds

please we got disconnected! I was half way thru your instructions

Resolved Question:

please we got disconnected! I was half way thru your instructions to reset my printer. how do i get back to your answer????
Submitted: 10 months ago.
Category: Computer
Expert:  Shefin replied 10 months ago.

Shefin :

Hi,

Shefin :

Are you there?

Customer:

yes im here.

Shefin :

Have you tried resetting the printing system?

Customer:

I got as far as clicking at same time on print and scan window

Shefin :

You are in Print & Scan window. Right?

Customer:

yes

Shefin :

Do you see the Option (Alt) key on your keyboard?

Customer:

yes. i held down optionalt at same time as the minus sign

Shefin :
Minus sign that you see on the print & scan window, and not on the keyboard. Right?
Customer:

Yes. and then my computer asked for my password XXXXX somehow your screen disappeared.

Shefin :

Have you entered your login password?

Customer:

for the computer? yes.

Shefin :

It is your administrator password.

Shefin :

When it is asking for the password, enter your administrator password.

Customer:

you mean the one for just answer? The message said my computer password. It isn't asking now. The screen is print and scan and I chose the brother model to reconnect. Now it says it is "idle," and the options are "open print queue" or "options and supplies." The default printer offers options of "last printer used" and my actual Brother model. Should we go back a few steps?

Shefin :

When you press the Option (Alt) key on your keyboard while clicking the "-" (minus sign) together, it is asking for a password. Right?

Customer:

Are you saying to do that again?

Shefin :

Yes.

Shefin :

Then, enter the password XXXXX it asks for that.

Shefin :

We have not completed that.

Customer:

Which one? the computer or the one for my account with you? What is the "administrator password?

Shefin :

The password XXXXX you are using to lgin to the computer.

Customer:

okay. done that, now click add to set up computer?

Shefin :

Yes.

Shefin :

Have you selected Reset printing system and it deleted all the printers from Print & Scan window?

Customer:

Okay I think so. Screen says printer idle, last used." Central screen gives option of "open print queue". I think its reset, right? What next?

Shefin :

Do you have the printer on your print & Scan window, even after resetting the printing system?

Customer:

Yes.

Shefin :
Try adding the printer by clicking the + (plus sign that you see on the print & scan window, and not on the keyboard) sign.
Customer:

It says a queue for my computer already exists. do I want to set up a new queue?

Shefin :

I think you have not done the reset. Reset will remove all the printers from Print & Scan window.

Shefin :

Could you please try once again?

Shefin :
Hold down the Option (Alt) key on your keyboard while clicking the "-" (minus sign that you see on the print & scan window, and not on the keyboard) button. Then, choose Reset Printing System.
Shefin :

Have you done that?

Customer:

I did. then it cleared the printer. It says none are available. Tells me to click the plus sign to set up a printer.

Shefin :
Then, click the + (plus sign that you see on the print & scan window, and not on the keyboard) sign to add printer. Select your printer from the list.
Customer:

Did that.

Shefin :

Are you able to add your printer?

Customer:

The screen is still print and scan. It shows to the left my printer has been added and is "idle." This page puzzles me.

Shefin :

Please try printing anything.

Customer:

okay. Its printing.

Shefin :

Try another one too.

Customer:

printed four more pages.

Shefin :

Great!

Shefin :

I am glad to hear that!

Shefin :

Do you have any questions?

Shefin :
I request you click the EXCELLENT smiley face once you have all the information you need.
Shefin :

My goal is to provide you with excellent service – if you feel you have gotten anything less, please reply back, I am happy to address follow-up questions. Thank you for your business!

Customer:

I hope so! What I won't know right away is whether the computer will still turn itself off when I print more than a page or so at a time. If this corrects it, what do you think was the problem? And if it doesn't correct it, do I contact you again for other options?

Shefin :

You can try printing it again.

Shefin :

It seems to be a driver issue.

Customer:

What does that mean?

Shefin :

The printer driver issue.

Shefin :

And we have reset the driver by resetting the printing system and adding it.

Shefin :
Add this page to your Favorites/Bookmarks first, so as to get back to me anytime, if the issue persists.
Customer:

I feel silly, how do I do that? And by the way, thank you. I will give you an excellent rating.

Shefin :

Can you copy and paste the address of this page? http://www.justanswer.com/computer/830df-please-disconnected-half-thru-instructions.html

Customer:

I think so,yes, did it!

Shefin :

Okayyy.

Shefin :

Thank you for your time.

Customer:

A good day to you. Hope its solved. Glad it wasn't a sick computer.

Shefin :

I am glad to hear that!

Customer:

Bye!

Shefin, Computer Support Specialist
Category: Computer
Satisfied Customers: 3561
Experience: Working as tech support specialist with a worldwide computer manufacturer.
Shefin and 11 other Computer Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Last | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
 
 
 

Meet The Experts:

 
 
 
  • Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
< Last | Next >
  • http://ww2.justanswer.com/uploads/EN/Engineer1010/2012-6-9_132423_jaj12a.64x64.jpg Andy's Avatar

    Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Computer Support Expert

    Satisfied Customers:

    8376
    20 years of experience building, fixing and servicing PCs and operating systems.
  • http://ww2.justanswer.com/uploads/zeyank/2009-09-26_154244_P8110079.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1741
    A+ Certified Technician - 10 Years experience working with all types of computer systems.
  • http://ww2.justanswer.com/uploads/JA/jadedangel57/2011-11-8_193134_janenewsm.64x64.jpg Jane Lefler's Avatar

    Jane Lefler

    Sr Prog Analyst / Technician

    Satisfied Customers:

    0
    Computer Programmer / Technician/ Consultant 16+ years
  • http://ww2.justanswer.com/uploads/RO/robmpreston/2013-9-23_233814_mijiFZm.64x64.jpg RPI Solutions's Avatar

    RPI Solutions

    Support Specialist

    Satisfied Customers:

    3476
    5+ Years in IT, BS in Computer Science
  • http://ww2.justanswer.com/uploads/BA/barunrath/2012-7-5_201954_Profilepic2.64x64.jpg B. Rath's Avatar

    B. Rath

    Computer Support Specialist

    Satisfied Customers:

    8671
    Certified Computer/Networking Support Specialist.
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S.'s Avatar

    Frederick S.

    Computer Specialist

    Satisfied Customers:

    7240
    Computer technician and founder of a home PC repair company.